New Bundled VoC Solutions Help Decrease Cost and Complexity for Customer Experience Professionals in Midmarket and Enterprise Organizations
Seattle, WA – May 1, 2012 – NetReflector, Inc. today announced the release of VantagePoint VoC HubsTM – a comprehensive suite of bundled, fixed-cost, feedback solutions designed to streamline VoC measurement programs. NetReflector’s new suite of VoC Hubs are fully customizable, can be implemented in as little as 4 weeks, and can address the full range of VoC touch-points including Call Center Monitoring, Customer/Partner/Employee satisfaction, Website Feedback, and Product/Service satisfaction.
In today’s business environment, investments in customer retention and satisfaction have become more important than ever. A recent industry study indicated that “86% of consumers will quit doing business with a company because of a bad experience.” With the cost of attracting new customers five times what it takes to keep an existing one, the financial gains of improving the customer experience can be substantial. Yet despite an increased focus on improving the customer experience and a market crowded with data collection and technology vendors, for many companies implementing a successful Voice of the Customer (VoC) program remains elusive.
“Everyone in the industry talks about Voice of the Customer, but few can actually do it, states Esteban Kolsky, well-known customer strategist, consultant, and founder at ThinkJar. “Over the years, Web survey and enterprise feedback technologies have provided the backbone for the bulk of customer feedback and experience measurement activities. But from my own experience, deriving tangible business benefits from these efforts has not gotten any easier, and implementing effective programs often exceeds the budgets and resources of even the most committed companies.”
The new suite of VoC Hubs from NetReflector is different. Architected and hosted on the company’s proven VantagePoint EFM Software platform, VantagePoint VoC Hubs are turnkey solutions that include custom program design consulting, survey development, data collection/hosting, detailed reporting & analysis, and ongoing project management. VoC Hubs are available as a bundled solution for those companies looking for a comprehensive single-vendor approach or as individual feedback modules for companies needing to fill critical gaps in their current VoC programs.
“With no set of clear directions available, organizations are now looking beyond the crowd of technology-only vendors and seeking managed solution partners that can provide the critical know how needed to design and implement effective VoC programs” states Gary Nicholas, president at NetReflector. “We work with customers to reduce the complexity and time to value of VoC programs and deliver focused insights that help them link VoC activities with business performance.”
NetReflector’s new integrated VoC approach is the result of years of working with customers, and combines their proven VantagePoint web survey platform with deep subject matter expertise in the areas of customer experience measurement and satisfaction/loyalty research. Unlike survey software only vendors or traditional CEM services companies, NetReflector’s integrated approach to Voice of the Customer solutions help optimize speed, reduce time to value, and ensure companies are receiving the critical insights they need to drive process improvements.
“Voice of the customer programs are a cornerstone to any customer experience effort. But companies get very little value from just listening to customers. Successful voice of the customer programs help their organizations continuously act upon the insights,” states Bruce Temkin, Managing Partner, Temkin Group.
Established in Seattle, WA in 1997, NetReflector has remained an industry innovator providing full-service customer insight solutions that help organizations connect the dots between CEM activities and business objectives. VantagePoint VoC Hubs are the latest addition to NetReflector’s full line of products and services for customer experience management and market insight professionals. In addition to managed feedback solutions, the company also provides customers with a single source for EFM software and comprehensive market research. NetReflector has worked with hundreds of leading global companies in the consumer, financial, industrial, retail, service and technology industries. They deliver “actionable customer insights” for some of the world’s leading organizations and Fortune 500 brands including ADP, MasterCard, Microsoft and the Home Depot.
For more information or to speak to a representative contact NetReflector at 1-866-927-1209 or visit the NetReflector’s website at www.netreflector.com
NetReflector is a full-service Customer Insight alternative to traditional Customer Experience Management vendors and market research firms. We provide organizations with a single source for enterprise-class survey software, managed feedback solutions, and comprehensive market research. An industry innovator since 1997, NetReflector is evolving new ways to optimize Voice of the Customer investments through rapid, fixed-cost solutions for measuring satisfaction, loyalty and service quality. Headquartered in Seattle, we deliver actionable insights to some of the world’s leading organizations and Fortune 500 brands. Discover more at www.netreflector.com
Dewey Communications (for NetReflector)